Overview
Guest Experience Manager Jobs in Dubai, Dubai, United Arab Emirates at Chinese Palace Group
Title: Guest Experience Manager
Company: Chinese Palace Group
Location: Dubai, Dubai, United Arab Emirates
Job Title: Guest Experience Manager
Department: Quality & Excellence
Report To: Head of Quality Assurance
Location: Din Tai Fung Shops
Employment Type: Full-time
Position Summary
The Guest Experience Manager is responsible for elevating and maintaining exceptional guest experiences across all Din Tai Fung shops. This role ensures service excellence aligned with Din Tai Fung dining standards by overseeing service delivery, enhancing guest engagement, managing feedback, and driving continuous improvement. The objective is to build strong guest loyalty and deliver a refined, consistent, and memorable dining journey.
Key Responsibilities
Guest Experience Management
- Develop and implement guest experience standards (Service SOPs)
- Monitor and ensure service quality aligns with DTF brand expectations
- Engage with VIP and high-profile guests to build long-term relationships
- Handle guest complaints and special requests with professionalism and efficiency
Quality Control & Continuous Improvement
- Conduct regular service audits and mystery shopper evaluations
- Analyze guest feedback (Google, TripAdvisor, social media) and implement improvements
- Collaborate with kitchen and operations teams to ensure a seamless dining experience
- Collaborate with restaurant management teams to improve service consistency across all locations
Training & Team Development
- Design and deliver service training programs (etiquette, communication, product knowledge)
- Develop front-of-house team capabilities in luxury service delivery
- Coach supervisors and team leaders on operational excellence
- Promote a strong guest-centric service culture
- Coach restaurant leaders and frontline employees on best practices in guest relations and service recovery.
Brand Standards & Implementation
- Establish and maintain service standards aligned with Din Tai Fung branding
- Ensure consistency across all shops
- Support pre-opening projects with service setup and standards implementation
Operational Support
- Collaborate with marketing on guest experience initiatives and events (festivals, VIP programs)
- Support loyalty programs and repeat guest strategies
- Develop strategies to increase guest retention, repeat visits, and brand advocacy